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NN44400-710 Contact Center Performance Management 12 November 2010 49
Graphical displays
• Configure an agent map. See Configuring an agent map (page 43).
Procedure steps
Step Action
1 Activate the required agent map display in box view.
2 Double-click an agent icon in the agent map display.
A new window appears that lists the agent details.
--End--
Configuring a billboard display
You can configure a billboard display to select a statistic to monitor closely.
Prerequisites
• Log on to Real-time reporting. See Logging on to Real-Time Reporting (page 23).
Procedure steps
Step Action
1 In the Real-Time Reporting main window, from the menu, select Displays, Add
Graphical Display.
2 In the Name box, type the name of the new billboard graphical display. This is the name
that appears in the system tree. You can use alphanumeric characters only.
3 From the Server list, select the server on which to create and save the billboard.
4 If you selected the NCC server, in the Element Type area, select Agent Position
Count, Application, or Skillset.
5 If you selected a nodal server, in the Element Type area, select Application, IVR, or
Skillset.
6 In the Presentation area, select Billboard.
7 Click Edit Properties to configure the new billboard display.
8 In the Billboard title box, accept the default name provided, or delete the default name
and type a custom name to appear at the top of the billboard display.
Do not include spaces, special characters, punctuation, or the ampersand (&) in the
billboard title.
9 From the Data collection mode list, select either moving window or interval-to-date.
10 For nodal billboards, from the Application or Skillset list, select the application or
skillset to monitor, or select Summary.
11 For IVR or NCC billboards, you can select only Summary. When you select Summary,
you can monitor the statistic across all the applications or skillsets in your partition on